Agents can use their Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. account to create and save CRM reports that summarize their customer and case activity. CRM reports can be viewed in a browser window. If your computer has Microsoft Excel installed, you can generate a report as an Excel spreadsheet.
Note: If enabled by your Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. administrator, as an agent, you can create or download custom reports to extract the desired customer data. You can always run a report even if the ability to download the report is disabled.
Refer to the following information on creating CRM reports: